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Customer Support

Westcon-Comstor Customer Support

Westcon-Comstor is committed to providing our customers with outstanding customer service. Our dedicated Customer Support Team looks forward to enhancing your business experience with our company.

Toll-free Support: 877-937-5550

Email Us: orderstatusupdates@westcon.com.

RMA Policy

WestconGroup Returns

All items to be returned to WestconGroup North America (WGNA) require a Return Authorization (RMA) Number. Before being issued an RMA Number, your request for return of product will be reviewed against this policy and any applicable manufacturer regulations for product returns. Any questions regarding WGNA or manufacturer return policies should be directed to a WGNA Customer Support Representative.

 

WestconGroup General Returns Policy

Requests to WGNA for return of product must be made within 30 days of the date of invoice. End of life and remanufactured products cannot be returned. Configured products must be assessed prior to return. (vendor rules apply)

 

Defective Product

In order for Customer Support to issue an RMA for DOA/defective product, it must be must be covered by the manufacturer’s warranty and WGNA must be able to return the product for credit to the manufacturer under their policies. Please note that several manufacturers require that you provide WGNA with a case number or returns number issued by them prior to WGNA processing the return. Please include manufacturer case numbers for applicable products with WGNA RMA requests.

Some manufacturers require that DOA/defective product be returned directly to them. Please contact these manufacturers directly for RMA approval and return procedures.

Requests for return of DOA/Defective product past 30 days from the date of WGNA invoice must be submitted to the manufacturer for warranty replacement.

 

New and Unopened Stocked Product

Product must be in re-sellable condition, in original packaging with an outer seal that has not been opened or re-taped and must still be a stocked item. Requests received in this condition within 30 days of the date of invoice will be accepted and will not be charged a restocking fee. Drop ship orders for items Westcon does not stock are not returnable unless prior approval / RMA from Manufacturer is provided. New and unopened product return requests received more than 30 days after invoice are considered to be out of policy return requests. These type requests will be considered on a case-by-case basis.

 

Open, Non-Defective Product

Product with opened outer packaging, but with closed inside seals are eligible for return within 30 days of invoice. Product with marked, improperly labeled (not from the manufacturer or Westcon) or damaged outer packaging, opened inside seal, or product damage including but not limited to scratches, wear and indentations is not returnable. Returnable open box product is subject to a restocking fee of up to 25% of the purchase price. Some or all of the restocking fee may be waived at the discretion of WGNA. Product that cannot be repackaged and restocked will be returned to the customer.

 

Incorrect or Missing Product

Please notify WGNA of any incorrect of missing product within 10 days of delivery.

 

Freight Damage

All WGNA shipments are FOB Origin. If product is damaged in transit, contact your appropriate WGNA Customer Support team for claim handling.

 

Requesting an RMA Number

To place an RMA request, please proceed to the E-Commerce site to locate your order under the Order Tracking section and request your RMA online. This is the preferred and most efficient way for us to process your request. A manual process is available, but may take significantly longer to process.

 

Required Information

In order for Customer Support to process your request as quickly as possible, you will need the following information when making your request:

  • Contact information
  • Invoice number and invoice date
  • WGNA part number
  • Serial numbers
  • Reason for return

A WGNA Customer Support Representative may contact you for additional information regarding your return. (Please be aware of the condition of the product you are trying to return) You will be notified with the RMA Number for your return if accepted or with the reason for denial of the request.

Please note that an RMA Number does not guarantee final disposition. All returns must be received by WGNA within 45 days from the date the RMA Number is issued and are subject to inspection to verify expected condition.

 

RMA Shipping Guidelines

Returns must be shipped freight pre-paid. WGNA shares the costs associated with a return for replacement, the customer pays for return shipping and WGNA pays the shipping on the replacement. Unless the return is the result of an error made by WGNA, the customer remains liable for freight charges on the original shipment.

Please ensure the RMA number is clearly referenced on the shipping label. Product must be sent back in original unmarked packaging including all manuals, cables, software, internal packaging and accessories. Do not write addresses or RMA#s on the manufacturers’ packaging. Product must be over-packed in larger boxes for shipping.

WGNA is not responsible for any shipping damages incurred in transit to or from the customer.

Product received by WGNA not in the appropriate condition (including writing on original manufacturer’s packaging) will be returned to the sender.

 

Application of Credit

Credit for returned merchandise will be applied to the customer’s account (less any applicable restocking charges) only after confirmation of receipt and inspection.

 

Vendor Specific Return Policies

Avaya Red

Stocked, unopened, and factory sealed product is returnable within 60 days from the date of invoice. Opened or special order drop shipped product requires out-of-policy submission to Avaya. For DOA product within 90 days of invoicing, please open RMA request here. For DOA product outside of 90 days, or if the product has been installed for longer than 72 hours contact Avaya National Parts at 800-222-7278.

 

Polycom

Stocked, unopened, and factory sealed product is returnable within 90 days from the date of invoice. For DOA product, please contact Gold Seal Tech support at 630-355-8600.

 

Palo Alto Networks

Palo Alto Networks’ product is not returnable. For DOA product please contact Palo Alto Networks directly at support@PaloAlto.com.

 

F5 Networks

F5 Networks Product is not returnable. For DOA please contact F5 Networks directly.

 

Offline RMA Requests

Because RMA request forms are more time consuming for you and our Customer Support Team, please use E-Commerce site to request returns whenever possible. If your original order is not available online, please see the links below to download an RMA request form in order to use the manual process.

WestconGroup RMA Request Form (77 KB Word file)

WestconGroup RMA Request Form (165 KB PDF file)